west elm - San Mateo, California

Jean Tsou

I love coming to this store as this is probably the largest showroom for West Elm in the Bay Area. They have two levels of large furniture, home decor, lighting, bedding and accessories related to home display you can browse easily. Always come here to give me lots of inspirations! Friendly and helpful staff onsite with Design Center to guide you through to specific question you may have as well.

Christopher Clarke

I visited San Francisco with my girlfriend for Christmas during the Pandemic. We were coming from New York where things were quite bad at the time, and during our visit I stumbled into a few West Elm stores in search for some furniture. I was greeted by the manager, Marty, who helped with my order.

When the order arrived in NY, there appeared to be a misnomer with the size of the sectional. It was advertised online as 112" wide, whereas what arrived was only a 90" wide sectional (not his fault). Despite this, he made every single effort to make it right. Every. Single. Effort.

The replacement sectional is to arrive tomorrow and Marty's customer service excellence has encouraged me to make other purchases with him and his staff even while living on the other side of the country! He also provided great advice when helping me furnish my apartment and I have learned a lot from him.

I was, and still am grateful for Marty and his prompt, professional, customer-first attitude. Life does not always go as planned, and there is comfort knowing Marty and his team will be there to make it right when it doesn't.

Thanks again mate!

Chris

Grace Lin

Lovely design and beautiful spot!

Amir Kalantari

Horrible customer service. So rude!
I called the store to ask some questions about some of their items and they treated me so disrespectfully that I regretted calling them. They even hung up on me! Comparing to Crate & Barrel, their customer service is just terrible!

Meriç Akkan

DO NOT TRUST THEIR TIMELINE PROMISES!

So, I went and bought a table, bench, and some chairs from this place. But man, it's been a LETDOWN.

They told me, verbally and in confirmation email, the table and bench would arrive by late January, with custom chairs coming in May. Briana, the salesperson, even said she'd sort me out if there were any problems, making it seem like buying in-store was the way to go.

But now it's March, and guess what? NO table, NO benches. The table's just chilling at some delivery spot, waiting for the chairs that might not show up until June. It's messed up.

If I'd known about all these delays, I wouldn't have bothered buying here. So, folks, just make sure you're crystal clear on everything before you hand over your money at this joint.

UPDATE: Table and chairs arrived on Apr 13

Thou Pisey

Super rudeeeeee. Never send me a receipt. The girl that rung me out look at me like i don’t have money to buy. So unprofessional and really seems like she is annoying to work there.

Rhys Salma

Very cosy I get in the display beds and they are very comfortable. My only bad thing is how they dont clean there vases because me and my friend put trash in there and it’s still there 6 months later. Finally, they need to clean there sheets because I saw a baby piss in a display bed and the west elm staff flipped the sheets and tucked the whole situation under the carpet

Matt B

Fairly large store with two floors worth of display items.